Hi,I'm sorry about the issue. What kind of account is it?What happened when you requested the code?Do you have windows xp, vista, or 7, or 8, 10, or mac computer?Can we do a remote support session, so I can troubleshoot the issue directly on your computer together with you?Please reply at the box below. Thank you,

Since you do not have another working computer, I cannot connect remotely, but I can help you here.So your computer's screen is currently showing that sky email address. Do you remember your computer's login password?Please reply at the box below. Thank you.

What's the brand / model of your phone?Also, did you receive a text message from Microsoft to your phone number ending with 45? If yes, please tell me the code number in that Microsoft text message.Please reply at the box below. Thank you.

What's the brand / model of your phone?Also, did you receive a text message from Microsoft on your phone number ending with 45? If yes, please tell me the code number in that Microsoft text message.Please reply at the box below. Thank you

Please check your phone number ending with two digits 45 for a text message from Microsoft and/or check your sky email address for an email message from Microsoft; the code is in your text message or in your email message. Please tell me the code. Please reply at the box below. Thank you.

Press the Home button, then open your email to check the email message from Microsoft, then tell me the code number in it.Then press the Home button again, then open internet app icon to get back to me at this web page. Thank you.

Please check your email and /or phone number ending with 45 for a message from Microsoft, then let me know the code number in that Microsoft message.- Otherwise, you can use the solution below: Please try the following steps on the HP Windows 10 computer:Turn off the HP computer.Turn it back on, then right away, keep pressing and releasing the key F11 on the keyboard quickly and repeatedly until a menu or the "Choose your keyboard layout" screen appear, then select US / English if prompted.Select the option Troubleshoot.Then select option Recovery Manager.Then select option System Recovery.Then select option Back up your files first (recommended), and then click Next, and continue following the instructions there; (if needed, you can try the other option "Recover without backing up your files", and continue.)- If that does not work, here is another method:At the password ***** login screen, press and keep holding the Shift key on the keyboard.Click on the Power icon at the bottom right of the computer's screen, then click on the option Restart while still holding the Shift key.When a menu appears, then you can release the Shift key.When prompted, click on the Troubleshoot option.Then select the option Reset PC, and continue.When prompted, select the option "Removing everything" and "Just remove files.", and continue.Please let me know if there is still any issue. Thank you.

That code did not work; maybe because you gave me the code too late. Did you receive that code in your sky email or in a text message on your phone ending with 45?Please reply at the box below. Thank you.

Or you can just try my other method(s). Try this method first:Turn off the HP computer.Turn it back on, then right away, keep pressing and releasing the key F11 on the keyboard quickly and repeatedly until a menu or the "Choose your keyboard layout" screen appear, then select US / English if prompted.Select the option Troubleshoot.Then select option Recovery Manager.Then select option System Recovery.Then select option Back up your files first (recommended), and then click Next, and continue following the instructions there; (if needed, you can try the other option "Recover without backing up your files", and continue.)Please let me know if there is still any issue. Thank you.

The above method should work. But if it does not work, please try another method below:At the computer's login screen, press and keep holding the Shift key on the keyboard.Click on the Power icon at the bottom right of the computer's screen, then click on the option Restart while still holding the Shift key.When a menu appears, then you can release the Shift key.When prompted, click on the Troubleshoot option.Then select the option Reset PC, and continue.When prompted, select the option "Removing everything" and "Just remove files.", and continue.Please let me know if there is still any issue. Thank you for your patience.

Ask a Microsoft Specialist

Get a Professional Answer. 100% Satisfaction Guaranteed.

2 Microsoft Technicians are Online Now

Type Your Microsoft Question Here...

characters left:

Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.